Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Languages
References
Timeline
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Martin Rangel

Kyle,TX

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

Overview

19
19
years of professional experience

Work History

IT Systems Support Analyst

NHRG/Austin Energy
05.2016 - 01.2024


  • Monitors Support Desk ServiceNow telephone, mailbox and service management software
  • Logs all incoming incidents and completes requests
  • Analyzes, performs quality assurance testing on, and corrects system hardware or software problems in order to recover full production status and prevent future failures and/or malfunctions
  • Stays abreast of industry best practices, is knowledgeable of policies and applies this knowledge when installing, configuring, maintaining, and troubleshooting end user workstation hardware, software, and peripheral devices
  • Participates in the various phases of assigned technology projects as assigned
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Conducted workplace compliance training to reduce liability risks and operate effectively.
  • Enhanced interfaces to promote better functionality for users.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

System Support Tech/Workforce Management

Austin 311/Appleone
07.2015 - 05.2016
  • Perform systematic analysis for identifying and diagnosing faults and determining root causes
  • Provide key performance indicators analysis and report to management
  • Serve as lead tech on Austin 311’s Avaya Integration Project 2015
  • Perform advanced system administration functions
  • Provide advanced and escalated technical support
  • Perform complex hardware, software, and applications support and preventative maintenance
  • Manage inventory and record keeping
  • Train new hires on how to use software
  • Forecasting and Scheduling
  • Enhanced workforce efficiency by developing and implementing strategic staffing plans.
  • Streamlined scheduling processes for improved employee satisfaction and reduced turnover.

Customer Service

Austin 311/Appleone
03.2012 - 07.2015
  • Received by phone, inquiries from customers, contractors, and other city departments
  • Resolved customer issues with one call resolution
  • Answered customer requests or inquiries concerning city services
  • Verified customer accounts using various databases and software applications
  • Researched customer issues for example street addresses and locations of issues in the City of Austin
  • Logged customer complaints, created service requests, and routed to the appropriate departments in the city
  • Maintained and filed all generated service requests
  • Maintained detailed records of client conversations and customer service.
  • Monitored customer service operations to confirm compliance with quality standards.

Help Desk Intern

Work and Study Program (Laredo Community College)
10.2009 - 03.2010
  • Performed analysis, testing and installation of computers and large hardware systems, connected Desktop Computers in a network and set up peripheral equipment, hardware components and allied devices
  • Loaded software programs/packages and utility applications, installed operating systems, established email accounts, and carried out upgrades of memory and hard drive systems
  • Checked performance related issues and network support problems, responded to complaints and queries, provided technical advice, and solved students technical problems
  • Enhanced customer satisfaction by providing timely and accurate technical support to endusers.
  • Resolved software and hardware issues for improved system performance and user experience.

Electronics and Personal Computer Advisor

Sam’s Club
12.2007 - 10.2009
  • Provided assistance in purchasing the right computer for each individual customer as well as other electronics
  • Provided information on different model computers as well as the different specifications included with each individual model
  • Assisted customers in purchasing the right personal computer and laptop depending on their needs
  • Gave information on specific features for other peripheral equipment that was compatible with their personal computers for example (Printers both wireless and wired, usb, scanners, mouse and keyboards etc…)
  • Advised customers on what other software was needed to protect themselves from viruses or cyber attacks

Tier 1 Support

Convergys Comcast
03.2005 - 10.2006
  • Diagnosed customer issues through process of elimination by asking probing questions
  • Determined the appropriate solution based on diagnosis and executed the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience
  • Identified customer LAN issues
  • Troubleshooted customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration)
  • Troubleshooted customer Email issues such as delivery problems, client configuration, and DNS problems
  • Activation, configuration, and use of Web space service
  • Provided, verified, and/or modified network settings (TCP/IP)
  • Reseted and/or re-provisioned customer modem
  • Obtained provisions, added, or deleted multiple IP addresses
  • Checked for outages by reviewing outage page for known problems and/or checked router
  • Notified the appropriate parties and advised the customer accordingly
  • Documented details of customer interaction by opening ticket in the trouble ticketing system and recorded appropriate information in database
  • Assigned ticket to local market to dispatch service call or assigned to Tier 2 for advanced troubleshooting
  • Improved customer satisfaction by providing timely and efficient technical support for software and hardware issues.
  • Streamlined troubleshooting processes for faster resolution times, enhancing overall client experience.
  • Reduced call wait times by effectively prioritizing and managing Tier 1 technical support tasks.
  • Enhanced team productivity by sharing knowledge of industry best practices and emerging technologies.
  • Collaborated with cross-functional teams to resolve complex technical issues, ensuring customer satisfaction.
  • Delivered exceptional customer service through active listening and empathetic problem-solving techniques.
  • Assisted in onboarding new team members by sharing expertise and providing constructive feedback during training sessions.

Education

Associate of Science - Network Administration

Laredo Community College
Laredo, TX

Bachelor of Science - Audio Engineering

Art Institute of Austin
Austin, TX

Bachelor of Science - Cloud Engineering

Western Govenor's University WGU Online
Salt Lake City, UT
01.2027

Diploma -

J.B. Alexander High School
Laredo, TX
03.2007

Skills

  • Communication
  • Bilingual: English and Spanish
  • Proficient in Both Microsoft and Apple OS Systems
  • Computer/Server hardware and software troubleshooting
  • System Analysis
  • Trend Forecasting
  • Trend Modeling
  • Process Enhancement
  • Root Cause Analysis
  • Information Gathering
  • Issue Identification
  • Problem Solving

Personal Information

Title: IT Systems Administrator Senior

Affiliations

  • Professional Audio Recording

Languages

Spanish
Native or Bilingual

References

References available upon request.

Timeline

IT Systems Support Analyst

NHRG/Austin Energy
05.2016 - 01.2024

System Support Tech/Workforce Management

Austin 311/Appleone
07.2015 - 05.2016

Customer Service

Austin 311/Appleone
03.2012 - 07.2015

Help Desk Intern

Work and Study Program (Laredo Community College)
10.2009 - 03.2010

Electronics and Personal Computer Advisor

Sam’s Club
12.2007 - 10.2009

Tier 1 Support

Convergys Comcast
03.2005 - 10.2006

Associate of Science - Network Administration

Laredo Community College

Bachelor of Science - Audio Engineering

Art Institute of Austin

Bachelor of Science - Cloud Engineering

Western Govenor's University WGU Online

Diploma -

J.B. Alexander High School

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Martin Rangel